In today’s world, digital transformation is rapidly becoming a necessity. When it comes to business processes, new business technology can provide efficiencies that would otherwise be unattainable.
Customer Communications
Technology is especially important in an era where customers expect nearly instant answers to any inquiry they make across any communication channel (and at any time of day or night). Without the right tech in place, it would be impossible to meet customers’ demands let alone provide a superior customer experience.
Unified Communications Platform
If you’re still tracking customer communications with paper or spreadsheets, it’s time to modernize. To meet the needs of today’s consumer, you need a robust unified communications platform that can seamlessly integrate your resources.
This includes connecting your Customer Relationship Management (CRM) software, Knowledge Bases, and internal databases into one platform. It means being able to instantly see past product purchases, track interactions, and route data seamlessly between agents
Omnichannel Communications
Because customers use multiple communication channels to connect, you need to have inbound chat, social media, email, and text capabilities folded into your unified communications center. When customers do reach out, you need adaptive technology such as skills-based routing, Interactive Voice Response (IVR), queued callback, and web callback to reduce wait times and improve first-call resolution.
Artificial Intelligence
Chatbots, virtual assistants, and predictive personalization can automate and enhance customer interactions. AI-fueled Chatbots can respond to customer queries, gather data, and solve problems 24/7. When problems can’t be resolved, data can be gathered and routed to the right agent for further resolution.
AI can track customer interactions from the first contact to resolution. Along the journey, it can proactively make suggestions or recommendations to help customers or agents.
Internal Business Communications
Just as important as customer-facing communications are the ways you communicate internally. Technology has come a long way in a few short years.
VoIP
Voice over Internet Protocol (VoIP) has ushered in a new era of robust communications that have drastically reduced business costs. VoIP phone systems can connect team members across offices, locations, and devices. They have enabled inexpensive connections to nearly every business system without paying the high price for traditional phone service, PBX systems, and capital expenditures for high-priced hardware. It’s also significantly reduced phone bills due to unlimited long-distance calling throughout the U.S. and in more than 47 countries worldwide.
Remote Connections
The increase in mobile devices and smartphones have allowed for remote and at-home workers to stay connected to the office. High-definition audio and video, coupled with screen sharing, are connecting teams across distances. Internal communications, such as group texting and chat groups, have fostered internal cohesion and improved collaboration.
Enhanced Monitoring and Training
For Call Centers, tools such as Call Barge, Call Whisper, and Call Monitor allow supervisors to monitor and help coach agents to provide better customer experiences. Tools such as call recording and speech analytics can identify areas where performance can be improved.
Digitally Transforming Your Business Communications
Take steps to transform your business communications. With the technology available today, it’s crucial that you utilize these tools to improve communications for both your customers and your employees.
